Customer Success Lead - Fort Myers, FL

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Are you seeking a challenging role working with clients implementing new software? Do you enjoy a fast-paced environment where you can leverage your experience and offer outstanding client support? This is the role for you!

PRIMARY RESPONSIBILITIES / DUTIES

As a Customer Success Lead, you will become a champion for FieldEdge’s live clients to help them get more out of their accounts. Specific duties include:

  • Build customer advocates – using your superior interpersonal skills, you will develop strategic client relationships and build a loyal client base that actively advocates for FieldEdge via referrals, references, testimonials, and reviews
  • Own customer retention – you will maintain a pulse on all client health statuses, and use tact and diplomacy in handling customer escalations of all kinds to ultimately defend FieldEdge against churn
  • Increase customer adoption – you will develop a deep understanding of your clients (their industries, business goals, pain points, personality quirks) and conduct proactive outreach / check-ins to provide business analytics, suggest best practices, and promote unexplored modules within FieldEdge
  • Originate and implement Customer Success initiatives – leveraging prior experience and an entrepreneurial spirit, you will establish new practices in Customer Success, including marketing initiatives for live customers. We want to hear your ideas!

EXPERIENCE / SKILLS REQUIRED

  • Bachelor’s degree, required
  • 2+ years of experience in customer success role at SaaS, technology or software company preferred
  • Proven record of providing top class customer service
  • Exceptional ability to develop and maintain relationships with wide range of personalities
  • Strong organizational and project management skills
  • Technical aptitude – quick to develop a deep understanding of new software
  • A history of going above and beyond
  • Team player with an entrepreneurial spirit

BENEFITS

  • Start-up culture – for those looking to work hard and develop in a rewarding career with growth opportunities
  • Full health coverage
  • 401k plan with matching for employees with more than one year of tenure
  • Free lunches, snacks and drinks are abundant in our facilities, along with a large TV and ping pong table

Job Type: Full-time

Required experience:

  • Customer/Client Service: 2 years
  • Customer/Client Service for a technology company: 2 years
  • new software implementation: 2 years

Required education:

  • Bachelor's

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